Module 3,What are Best Practices? What is ITIL and why should the industry care?,Jr. Director, IT Service Delivery & Management August 3, 2007,What are best practices?,Lessons learned Things that get results The right thing way to do things Ill never make that mistake again Its the way another company does things The boss says do it this way Things that reduce errors and confusion,What are best practices?,We use IT every day. What best practices do we already use? Why?,ITIL,Information Technology Infrastructure Library,ITIL in a Nutshell,ITIL consists of a series of documents* that present a framework for managing IT services in support of businesses.,* The library,ITIL,Origins Contents Qualifications Education ITILs biggest users IT Service Management,Origins of ITIL,Version 1 developed in 1980s Central Computer and Telecommunications Agency (CCTA) CCTA later merges into Office of Government Commerce (OGC). In 2000, Microsoft adopts ITIL for its own Microsoft Operations Framework,Origins of ITIL,Because ITIL started in the British government, it was first adopted in the UK It spread quickly to Europe and Canada. It is now becoming the industry standard in the United States. ITIL has grown and developed Has matured to version 3.,ITIL Contents,Office of Government Commerce Owns ITIL Works with public sector Maintains informative website Sets standards for many British industries,ITIL Contents,The ITIL web site: www.itil-officialsite.com/No cost publications available: www.itil-officialsite.com/Publications/Complementary.aspx,ITIL Qualifications,Four levels for individuals Foundation Intermediate Expert Master,ITIL education and promotion,IT Service Management Forum (itSMF) Industry group Dedicated to managing cost and quality of IT service management Addresses issues of IT service management Educates market about value of IT service managementwww.itsmf.ca,www.itsmfi.org,ITIL Adopters,Large organizations manage IT with their own proprietary IT management framework based on ITILIT services vendors (internal and outsourcing) Microsoft - Microsoft Operations Framework (MOF) HP - IT Service Management Reference Model IBM - IT Process ModelLarge IT users British Government US Army State of California,ITIL Adopters,Canada examples Bell Canada Enbridge TTC Province of Ontario Canadian TireOrganizations expect ITIL knowledge whether they have formally accepted ITIL or not Major banks,IT Service Management,Delivers IT services to business users Business expects value from IT expenses Online services critical to many businesses To reduce costs: Internet banking, publishing course materials As alternative to bricks and mortar: Amazon.ca Immediate delivery: Download software,IT Service Management,Accountabilities Budget (cost effective, value for money) Security (access only by those who need it) Reliability (available whenever needed) Integrity (data is as entered) Responsive (access in real-time) Productivity (enhances employees ability to work) What others can you add?,IT Service Management,Requires measurement In business terms what the actual user seese.g. Canadas most reliable network Often not done well Defined in a Service Level Agreement Cost to repair very high Less expensive to do it right the first time Six Sigma,IT Service Management is lean,Complexity is the enemy IT is often inherently complex Business processes are seldom understood By IT or the people that do them KISS principle Keep It Simple, Stupid Occams Razor the simplest explanation is likely the correct one SPOC single point of contact,Example of using ITIL,Centralized service centreAvailable around the world 24/7Users need to know only one number or intranet pageNo need to train support people at each location around the world92% of calls are resolved by end of first contact Note: CISCO and other global companies have three service centres, “follow the sun”,ITIL and Service Delivery,Service Level Management ensure IT services are delivered when and where expectedCapacity Managementmatch resources to demandsContinuity Managementensure rapid recovery following a disasterGoal is to be as taken for granted Flicking the switch always turns on the light,ITIL Core Areas,21,ITIL Core Areas,Service Strategy: sets framework and direction Service Design: to meet business objectives Service Transition: implementation Service Operation: delivery management Continual Service Improvement: maintaining and enhancing value of services,Group Presentations,23,